Client Services Supervisor

Company: Navigate360
Location: Richfield
Posted on: May 16, 2022

Job Description:

Summary: The Supervisor of Client Services is responsible for leading customer onboarding and implementation for their own clients and respective team. This individual manages the overall performance of team members and processes to achieve on-time delivery and customer satisfaction. The Supervisor of Client Services continuously works to improve current processes and team knowledge by frequently coaching on customer satisfaction, timely delivery, and effective training.
Duties / Responsibilities:
- Supervise a team responsible for customer onboarding, software implementation, training, project management and other services needed to bring a client 'live'
- Build a strong customer onboarding strategy to ensure milestones are identified and met
- Monitor service KPIs performance and prepare summary reporting to management
Review activity reports and other performance data sources to measure productivity, goal achievement to identify areas for improvement
Ensure both individual and team member reporting is accurate
Provide Department Leader with summary reports of team progress, milestone achievement and opportunities for improvement.
Support Sales & Service organization in product demonstrations for enterprise level clients and oversee the assignment of product demonstration assignment to your respective team
- Providing leadership, motivation, direction, and support to the team
- Address client concerns and questions as needed, report exceptions to Department Leader
- Inspect and coach the quality of training, provide recommendations for improvement and lead those improvements
Coordinate and collaborate with other functions as needed, including customer marketing, IT, sales, customer success, tech support, customer service, Logistics, pro-services, and product development
Coordinate and manage the on-boarding strategy and implementation/technology integration timeline with customer
Maintain a deep level of awareness and understanding of the various Navigate360 SaaS platforms and able to effectively communicate the value and functionalities of each
Serve as an implementation subject matter expert across four or more of the Navigate360 product offerings
Create/design training webinar content
Conduct effective and engaging training across multiple formats (live to many, virtual live to many, recorded, individual and needs based sessions)
Effectively adhere to implementation timeline with the customer and oversee this with team members
Complete system integrations and confirm functional
Evaluate depth of knowledge all user types relative to their needed expertise level
- Other duties as assigned
Required Qualifications:
Bachelors Degree in Business or related field
3+ years of relevant experience
Strong analytical skills and attention to detail
Excellent oral and written communication skills
Ability to manage multiple time-sensitive projects and priorities and meet established deadlines
Ability to work and communicate with various/complex stakeholder groups & functions, & various levels of management
Strong proficiency using Salesforce and Microsoft Office products
Preferred Qualifications:
5+ Years of Customer Service and/or Project Management experience
Bilingual English/Spanish
Normal Working Hours and Conditions: Core business hours are generally 8:00 am - 5:00 pm. However, this position will require work to be performed outside of normal business hours based on Company operations.
Physical Requirements: Primary functions require sufficient physical ability and mobility to work in an office setting including verbally communicating, seeing and hearing to exchange information and fine coordination including use of a computer keyboard. Daily physical functions include standing, sitting and walking for prolonged periods of time and occasionally stooping, bending, kneeling, crouching, reaching, and twisting. The employee may engage in lifting, carrying, pushing, and pulling light to moderate amounts of weight up to 25 pounds. The position also requires the operation of office equipment requiring repetitive hand movement.

Navigate360 is an Equal Opportunity Employer and does not discriminate against applicants due race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or other legally protected status.

Keywords: Navigate360, Cleveland , Client Services Supervisor, Other , Richfield, Ohio